ServiceNow Architect

Job Summary:

As a leading mid-market IT services solution provider, BDO Digital is seeking individuals to join the ServiceNow practice to complement its portfolio of service offerings.

The Senior ServiceNow Architect is responsible for designing, implementing, and maintaining ServiceNow solutions that align with our client's business objectives. This role requires a deep understanding of ServiceNow architecture, modules, and best practices to drive digital transformation and enhance our IT service management capabilities.

Job Duties:

• Leads the design and architecture of ServiceNow solutions, ensuring they meet business requirements and are scalable, secure, and efficient
• Oversees and leads a team of onshore and offshore developers for the implementation of ServiceNow modules, including ITSM, ITOM, PM, CSM, HRSD, and others, ensuring seamless integration with existing systems
• Customizes and configures ServiceNow applications to meet specific business needs, including workflows, forms, and user interfaces
• Provides technical leadership and guidance to development teams, ensuring adherence to best practices and standards
• Collaborates with client business stakeholders, IT teams, and vendors to gather requirements and translate them into technical solutions
• Monitors and optimizes the performance of ServiceNow applications, identifying and resolving issues to ensure high availability and reliability
• Maintains comprehensive documentation of architecture, design, and implementation processes Provides training and support to end-users and IT staff to maximize the value of ServiceNow solutions
• Escalates any issues to senior management, as needed
• Provides regular status updates on implementation
• Prepares formal and informal presentations for various internal and external meetings
• Other duties as required

Supervisory Responsibilities:

• Supervises the day-to-day workload of managed services team members
• Ensures teams are trained on all relevant software
• Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
• Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
• Acts as mentor to team members, as appropriate

Qualifications, Knowledge, Skills, and Abilities:

Education

• High School Diploma or GED, required
• Bachelor's degree in Computer Science or Information Technology, preferred
• Masters degree in Computer Science or Information technology, preferred

Experience

• Six (6) or more years of experience in ServiceNow architecture and implementation, required
• Experience with ticketing systems and remote management tools, required
• Strong understanding of ITIL processes, preferred
• Four (4) or more years working in conjunction with off-shore teams to deliver solutions, preferred
• Experience in large complex ERP deployment, preferred
• Experience working in a consulting environment, preferred

License/Certification:

• ServiceNow Certified System Administrator and Certified Implementation Specialist, preferred
• ITIL V3/V4, preferred

Software

• Experience with ServiceNow modules, ITSM, ITOM, PM, HRSD, CSM, SecOps, preferred
• Four (4) or more years of experience in JavaScript, HTML, CSS, and ServiceNow scripting, preferred

Languages:

• N/A

Other Knowledge, Skills, & Abilities

• Excellent communication skills, professionalism, positive attitude, and desire to learn
• Ability to effectively work both with a team and independently
• Excellent analysis and problem-solving skills
• Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Ability to work well in a cross-functional team environment preferred
• Must have excellent organizational and multi-tasking skills

Keyword: ERP, ServiceNow, ITSM, ITIL, IT Service Management, ITOM, PM, ITAM, HRSD, CSM, Integration, GRC, SECOPS